Complaints
We can only deal with a complaint from a landlord/agent or the lead tenant who:
- is shown on the protection certificate
- has used the email address shown on their account
If you are a landlord and have used an agent to protect a deposit then you will need to raise your complaint with that agent directly. The agent can then contact us on your behalf if necessary.
How does the complaints process work?
A complaint can be raised within six months of the resolution outcome being sent to you. We are unable to help with any complaint raised after this time.
Once we have received your complaint:
- we will confirm receipt
- we aim to respond within:
- 5 working days if your complaint relates to the service we have provided
- 20 working days if your complaint relates to a resolution outcome
This process is not for appealing a decision unless there is an error in fact or law based on the evidence that was provided at that time.
Once we have completed a full investigation and provided you with our final response, we reserve the right to close your complaint and any future communication will be saved on file but not responded to.
Complaints about our service:
If your complaint relates to service you received from us then please download and complete our service complaint form by clicking here.
Our processes and service standards are set out in the Scheme Rules which can be found along with our Conditions of Resolution:
| Insured | Custodial |
|---|---|
| Scheme rules | Scheme rules |
| Conditions of deposit disputes | Conditions of deposit disputes |
When you have completed the complaint form:
- send it to us at complaints@mydeposits.co.ukusing the email address registered on your mydeposits account.
- remember to include our reference in the email subject line
Our response timeframe will only start once we have received your complaint form.
Complaints about a resolution outcome:
If you believe there is an error in the resolution outcome (adjudication):
- you must specifically refer to which settlement (deduction) the error relates to, what the error is, why you believe it is an error and where this is in the adjudicator’s comments
- and we confirm that the adjudicator made an error when writing the decision, using the evidence provided, your complaint will be upheld
- your complaint will be closed if you:
- just disagree with the awards made and are unable to demonstrate a clear error in fact, law or administration
- are asking us to review or consider any claim(s) or claimed amount(s) that were not originally raised with the adjudicator at the time of the outcome being completed
The person responsible who deals with your complaint will have no previous involvement or knowledge of your case.
mydeposits insured scheme:
You can raise a complaint once you have received a resolution outcome/decision.
Please download and complete our adjudication complaint form by clicking here.
When you have completed the complaint form:
- send it to us at complaints@mydeposits.co.ukusing the email address registered on your mydeposits account.
- remember to include our reference in the email subject line
Our response timeframe will only start once we have received your complaint form.
mydeposits custodial scheme:
You can raise a complaint by logging into your online portal once you have received a resolution outcome. The option to raise a complaint will appear at the top of the ‘Release Request’ tab for the relevant tenancy.
You can also download and complete our adjudication complaint form by clicking here.
When you have completed the complaint form:
- send it to us at complaints@mydeposits.co.ukusing the email address registered on your mydeposits account.
- remember to include our reference in the email subject line
Our response timeframe will only start once we have received your complaint form.
mydeposits is not regulated by the Financial Conduct Authority (FCA). The Department for Levelling Up, Housing & Communities (DLUHC) have responsibility for monitoring the Tenancy Deposit Protection Schemes but do not have a role in individual cases or complaints.